Russ Hatfield Jr

Russ Hatfield Jr Email and Phone Number

Customer Success & Experience Leader | LOVE scaling startups! | GTM, PropTech, Marketplace Advisor | 2x Led CS from Seed/A -> $6B+ exits | 2x Founder | Ex-Zillow @ WinTheMarket
Russ Hatfield Jr's Location
Seattle, Washington, United States, United States
Russ Hatfield Jr's Contact Details
About Russ Hatfield Jr

THE PROMISE-KEEPERSThe Growth-At-All-Costs days are gone (at least for now).You, your CFO, your investors, and your bank accounts are still demanding Growth, though. But they want the efficient, sustainable and durable kind. And we’re not even getting into the demands from your Customers, yet!Budgets are tighter and the noise around your customers is louder than ever.The promise of AI compounds all of this as FOMO and fear of being left behind pique interest, but the extreme pace and many-things-still-to-be-figured-out around AI make for simultaneously enthusiastic and eager, yet wary and suspicious, prospects. As if acquisition wasn’t tough enough, already!Put it all together and you have dry funnels that are somehow still leaky: the MQLs and SQLs just aren’t there. Velocity is nowhere near where it needs to be, and quotas are pie-in-the-sky dreams. CAC is…let’s not talk about CAC! And even where you do have some flow, it’s often a bunch of non-ICPs, tire-kickers and looky-loo’s. And the actual semi-OK probability deals are taking thrice as long, running through just about every approver in their org, requiring terms that drive dealdesks, finance and legal to exasperation, and then – and THEN…once you FINALLY do get that contract signed, you still have to actually deliver on your promises.This is where I come in. I lead The Promise-Keepers; Those promises your Marketing team spends millions making to your prospects, and that your Sales team spends millions RE-making to your customers, and those your Product team spends millions working hard to enable.We make sure those promises are kept!Let's create Win-Win Outcomes: Loyal, Raving Customers AND More Growth & Revenue.You CAN have both.In fact, you NEED both!

Russ Hatfield Jr's Current Company Details
WinTheMarket

Winthemarket

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Customer Success & Experience Leader | LOVE scaling startups! | GTM, PropTech, Marketplace Advisor | 2x Led CS from Seed/A -> $6B+ exits | 2x Founder | Ex-Zillow
Russ Hatfield Jr Work Experience Details
  • Winthemarket
    Gtm And Customer Success Advisor, Fractional Consultant
    Winthemarket Sep 2024 - Present
    Helping startup founders and leadership teams work through GTM, Customer Success and related post-Sales challenges by co-designing and implementing "Stage-appropriate, Scale-enabled" customer impact solutions, including:- Scalable Onboarding: a sustainable onboarding experience that aligns expectations, defines desired outcomes, improves Time-to-Initial-Value, and sets the foundation for lasting customer success.- Team Building and Development: org structures, role profiles, and hiring and retention strategies to enable sustained employee and customer engagement.- Reduce Churn & Boost Retention and Expansion Revenue: data-driven, proactive and aligned retention and expansion strategies to generate predictable revenue streams and maximize customer lifetime value.- Nurture Advocates: turn earned loyalty into advocacy to drive word-of-mouth and serve as social proof, generating Virtuous Cycles and 2nd-Order Revenue.- CS Operations: optimize CS ops infrastructure, including : tools, systems, and processes such as Customer Success Platforms, segmentation models, scale/digital-touch tactics, health scoring, and playbooks to provide actionable insights, drive efficiency, and ensure cross-functional alignment.
  • Pavilion
    Executive Member
    Pavilion Apr 2024 - Present
    New York, Ny, Us
    Pavilion is the world's largest private community for Go-to-Market (GTM) leaders.
  • Career Break
    Health And Well-Being
    Career Break Mar 2023 - May 2024
    Started as sabbatical, after nearly 20 uninterrupted years in #StartupLife.Led to other plans.
  • Peak (Acq)
    Vp Operations And Customer Success
    Peak (Acq) Jun 2021 - Jan 2023
    Initially an angel investor, eventually joining to help build, sell and support a talent management and development platform which improved manager effectiveness, employee engagement and retention, and customer outcomes. Drove customer discovery and market research, implementation of GTM motions and enabling Ops (team, process and tech), and Finance, Recruiting and other functions. Reached Product-Market Fit and nearly $1M ARR before being acquired.
  • Zillow
    Director, Customer Experience And Success
    Zillow Jan 2010 - Mar 2021
    Seattle, Washington, Us
    At various points in my tenure, built, scaled and led the B2C and B2B Customer Experience/Success and various Operations (Trust & Fraud, AI/ML labeling and QA, Community, Content Moderation, etc.) orgs for the largest online real estate network in the US, serving 220MM+ unique users each month and nearly hundreds of thousands of paying customers. During my tenure, Zillow scaled from venture-stage through IPO and $50B+ market cap, from $3M to nearly $2B+ in revenue, from 80 to 6,000+ employees, and the successful integration of 13 corporate acquisitions.
  • Singlepoint
    Ceo, Founder
    Singlepoint Jun 2005 - Jan 2010
    Founded bootstrapped Customer Experience SaaS platform and professional services firm targeting early-stage startup, scaleup and growth organizations. Drove measurable improvements in customer acquisition, retention and expansion (NRR/GRR), Loyalty (CLTV, NPS), as well as employee engagement (eNPS) for 200+ customers.
  • Aquantive (Acquired By Microsoft)
    Various Customer Experience And Operations Leadership Roles
    Aquantive (Acquired By Microsoft) Oct 1999 - May 2005
    aQuantive was the parent company of a group of three digital marketing service and technology companies: Avenue A/Razorfish, Atlas Solutions, and DRIVE Performance Solutions. It was among the largest advertising agencies in the world and built the most widely used digital marketing platform(Atlas). Microsoft acquired the company for $6B USD.

Russ Hatfield Jr Skills

Customer Service Crm Customer Retention Saas Customer Satisfaction Customer Support Team Leadership Analytics Social Media Marketing Product Management Start Ups Program Management Project Management Leadership Customer Experience Management Strategy Business Strategy Customer Experience Marketing Account Management Sales Management Customer Service Management Training Customer Success Executive Leadership

Russ Hatfield Jr Education Details

  • Seattle University
    Seattle University
    W/ Minor In Economics
  • Father Duenas Memorial High School
    Father Duenas Memorial High School

Frequently Asked Questions about Russ Hatfield Jr

What company does Russ Hatfield Jr work for?

Russ Hatfield Jr works for Winthemarket

What is Russ Hatfield Jr's role at the current company?

Russ Hatfield Jr's current role is Customer Success & Experience Leader | LOVE scaling startups! | GTM, PropTech, Marketplace Advisor | 2x Led CS from Seed/A -> $6B+ exits | 2x Founder | Ex-Zillow.

What is Russ Hatfield Jr's email address?

Russ Hatfield Jr's email address is ru****@****oup.com

What is Russ Hatfield Jr's direct phone number?

Russ Hatfield Jr's direct phone number is +120651*****

What schools did Russ Hatfield Jr attend?

Russ Hatfield Jr attended Seattle University, Father Duenas Memorial High School.

What are some of Russ Hatfield Jr's interests?

Russ Hatfield Jr has interest in Zillow, Startups In Seattle, Online Real Estate, Seth Godin, Startups.

What skills is Russ Hatfield Jr known for?

Russ Hatfield Jr has skills like Customer Service, Crm, Customer Retention, Saas, Customer Satisfaction, Customer Support, Team Leadership, Analytics, Social Media Marketing, Product Management, Start Ups, Program Management.

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